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CCaaS Solutions

The Business Case for CCaaS

Add the flexibility and agility that you need within your Contact Centre

Moving to the cloud is a digital transformation more and more industries are beginning to adopt, including the Contact Centre. From allowing businesses to only purchase the technology they need, to offering scalability when required – CCaaS is ultimately designed to help deliver excellent customer experience.

It’s time to deliver a customer-centric strategy

Frictionless customer engagement is what all businesses need to strive for in a landscape where customer loyalty can end in the blink of an eye. You therefore need to deliver seamless interactions across your customer’s preferred channels all the time, every time.

The key is to capture insights across all customer journeys and touchpoints; this requires efficient management, monitoring and measurement that can add value to your future strategy, regardless of whether that’s in the cloud, on premise or via a hybrid deployment.

Customer centric CCaaS solutions
Benefits of moving to a CCaaS solutions - contact centre as a service page 4Sight Communications banner

The operational benefits of moving to a CCaaS Solution

  • Reduce your capital investment in technology
  • Have flexibility and scalability to cope with the demands during times of growth
  • Resolve problems quicker by deploying an omni-channel approach
  • Give customers a faster, better and more personalised experience
  • Allow customers to self-serve to manage routine requests
  • Drive a more consistent customer experience to build loyalty and repeat business
  • Predict future behaviour by analysing previous customer interactions
  • Make employees more valuable by providing deeper insights into customer needs and trends, helping to resolve problems efficiently

Provide customer support tailored to your customers' preferences... At any moment. In any location. On any device.

Our Cloud Contact Center as a Service (CCaaS) offers unparalleled operational adaptability through a cloud-based contact center solution, featuring an extensive array of functionalities effortlessly accessible through an intuitive, web-based interface. This ensures that regardless of your agents' locations, your customers receive the best possible experience, while benefiting from the industry's most comprehensive suite of contact center features.

CCaaS solutions for business

Industry leading range of Contact Centre Capabilities

  • ARTIFICIAL INTELLIGENCE (AI)
  • BUSINESS INTELLIGENCE (BI)
  • KNOWLEDGE BASE (KB)
  • OUTBOUND COMMUNICATIONS
  • SELF-SERVICE, CHATBOTS, ML
  • WORKFORCE MANAGEMENT (WFM)
  • UNIFIED COMMUNICATIONS (UC, UCAAS)
  • VIDEO

Build a more collaborative Contact Centre with Microsoft Teams

certifications-solution-certified-microsoft-teams CCaaS solutions

By the end of 2022, it was reported that Microsoft Teams had reached 270 million users. Such is its ability to bring collaboration across any business, it is no surprise to see contact centres being moved into a Microsoft Teams environment, for the following reasons:

Breaking down barriers
bring the front and back offices closer together for seamless operation
Support remote working
allow agents to log on from anywhere and replicate the contact centre environment
Better employee productivity
allows agents to focus on the customer experience by reducing unnecessary administration
Drives operational efficiency
provides a more seamless experience for customer and agents alike, by being a scalable and efficient solution

Enghouse – driving amazing customer experiences

With over 35 years’ experience and an unparalleled portfolio of CX solutions, Enghouse have been enabling customers across the globe to deliver exceptional customer experiences. This is achieved by transforming the contact centre into a growth engine, by delivering the industry’s widest range of capabilities, all accessible via an intuitive web-based interface.

how to deliver excellent customer service with Eng House CCaaS solutions via 4Sight image with man on phone

Deploy your way with Enghouse

4Sight offers Enghouse contact centre technology, widely regarded as one of the world’s most reliable providers. You can decide which deployment option is the one for you, from the multiple options they offer across their interactive solutions:

Private Cloud

this fully optimised approach is tailored to your specific requirements. It can be hosted in your preferred data centre, within an independent cloud provider’s infrastructure, or built on an off-site rented infrastructure.

Hybrid Infrastructure

this is the approach to consider if you’re looking to extend the life-cycle of legacy technology. Add advanced functionality but without seeing any service disruptions of needing additional resource. Over time and as your needs evolve, this approach makes it easier to migrated to a full Private Cloud or Multi-Tenant Cloud infrastructure.

Multi-Tenant Cloud

this delivers unmatched reliability, resilience and performance by being deployed on industry-leading infrastructure. This cost-effective solution sees multiple businesses share the latest technologies via globally available infrastructures.

On-Premise

this option gives you total control over your communication and collaboration environment. Management and/or maintenance is usually assigned to your own IT team or third-party resource, as deployment installations tend to be limited to your actual premises.

Why Enghouse CCaaS?

  • High reliability

    Built on IBM’s leading global cloud infrastructure – offering resiliency, redundancy and flexibility

  • Premium security

    SOC2, HIPAA, PCI-DSS, ISO27001 – guarantees customer data protection

  • Artificial Intelligence

    At every touchpoint within the journey, capture the voice of the customer – understand what the issues are and why

  • Video

    Enhance the customer and agent experience – by seeing what you’ve been hearing

  • Self-Service

    Customer information provided when and where they want it – with the ability to engage with a live agent if required

  • Adaptability and Scalability

    Add agents as necessary – to service peak times and specific campaigns throughout the year

  • Accelerate innovation

    Deploy third-party applications with unlimited integrations – plus use of telephony infrastructure providers

Get in contact

Get in contact with 4Sight Communications, to discuss your CCaaS requirements. Our solutions experts have a wealth of knowledge on the subject, so get in touch to learn how our CCaaS solutions with Eng House can boost employee productivity, whilst reducing business costs.